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CDPUK's avatar
CDPUK
Just joined
7 hours ago

Cable Cut

Hi, any info on how I can get anything done as cable outside my property was cut on December 24th 2025 by Wales and West Utilities working for the gas company. I contacted Virgin media who sent out an engineer on 11th January 2026, he could not do anything as it was under the pavement. He organized some else to look at it, two guys from Avonline came out had a  looked  took photos inside chamber said there was damage. Was told it would be passed on and get top priority that was almost a week ago and seen nobody and have had nothing fom Virginmedia. I dont want to contact the phone line as its very difficult to explain the situation with some one at their help desk, would prefer to talk to some one in the UK. The help desk is okay for normal problems but this is not normal, also when I use the MyVirgin media app it tells me no problems but believe me there are as nothing is working. 

Thanks in advance for any help 

1 Reply

  • goslow's avatar
    goslow
    Alessandro Volta
    5 hours ago

    Once you have phoned VM and told them you have a 'total loss of service' for broadband and/or phone you become eligible for compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    If the work involves external cabling contractors, and if the damage is significant, you may be in for a long wait.

    Keep a detailed record of everything that happens in a timeline format along with accompanying evidence (texts, emails, screenshots, phone call logs etc.) matched to each event on the timeline. This will help ensure you get the correct amount of compensation.